Tech Support
NAVIGATING THE COURSE
How do I resume the course?
Go to the ‘My Account’ page when logged in – select your course and then the click on the button ‘Resume Course’ half way down the page.
ACCOUNT / LOG IN
I’ve forgotten my user name.
The website autogenerates a user name based on the first part of your email address (before the @ sign). If this doesn’t work, or you changed it manually, please contact us on office@safeguardingchildren.org.nz or 027 772 4469 and we will issue you with a new user name. Please note it may take a couple of days for us to process your request and queries are responded to Monday to Thursday only.
I’ve forgotten my password.
Your password can be reset using the email address you used to set up your account. See ‘How do I reset my password’.
How do I reset my password?
Go to the log in page (on the top menu bar). Click on the link ‘Lost your password?’ Enter your email address, click ‘Get New Password’ and a reset link will be emailed to you.
Someone else created my account. Can I change the name on my online course certificate?
Click on ‘My Account’ in the top menu bar when logged in. You are able to change the account details (including first name and last name). The new details will be then be reflected in your certificate (available in the course, once you have completed – in a box on the bottom right).
I am using a shared computer and I have been automatically logged into someone else’s account.
You will need to log out of the online course – click on ‘Log Out’ in the top menu bar. Then you will need to clear your internet browsing history (click here to find out how), so that you aren’t automatically logged in again to someone else’s account. You will then need to log in again with your user name and password.
Which internet browser should I use?
We recommend using Google Chrome for the best user experience.
Does my access to the course expire?
Yes. Refer to the specific training purchased found on our eLearning and Recorded Webinars pages for the applicable access period. If you complete the course within this timeframe, you will still be able to revisit the training material up until access expiry.
COUPONS
I have been issued with a coupon code to access the Online Course – how do I use it?
Go to the Online Course page and select the course your coupon relates to. Click ‘Add to cart’. You will see a grey box called ‘Coupon Code’. Click on this and add your coupon details, then click ‘Apply Code’. The cost of the course will be adjusted accordingly. Click ‘Proceed to Checkout’. Add your Billing Details, as this will create your account and allow you to access the course (you will need to do this even if your coupon has reduced the price of the course to zero).
I have received the message ‘coupon usage limit has been reached’.
This could be one of two things. Either you are already registered, and therefore can’t log in again using the coupon (only one coupon code can be used per customer), or you are using a computer that has been used by another person/s to take the course. If you are already registered, you will need to find your details and log in. If you have your user name, you can reset your password via the system. If you don’t have your user name or password, contact us with your name and email address, and we will provide you with your user name. You will then be able to reset your password using this username. If you are on a computer that has been used by someone else to take the course, the computer may automatically remember the other person’s details and log them in. In this case, you will need to clear your browsing data (clearing just a day or a week of browsing data may not be enough if the course was logged in to earlier than that) and / or use an ‘incognito’ (Mac) or ‘private’ (Windows) browser window. You can find your ‘incognito’ or ‘private’ browser window by clicking on the three dots at the top right of a Google Chrome browser.
I tried to access the Online Course via coupon but it has expired.
If your coupon has expired you have not accessed the course within the timeframe specified in the coupon. You or your organisation will need to contact us to purchase another coupon/s, or purchase the course directly online.
CERTIFICATES
How do I get a copy of my Online Course Certificate?
You are automatically emailed your certificate when you have completed the course (you will need to pass the quizzes too). The certificate is also available within the course, once you have completed – in a box at the bottom right
How long is my certificate valid for?
Your certificate has a 2 year validity. It is recommend you refresh your child protection training every 2 years to keep information fresh in your mind. We update our courses regularly to reflect best practice and new information.